Case Study: Telkom Mobile achieves 22.7% mobile revenue growth and improved customer satisfaction with SumTotal Systems

Telkom - Customer Case Study

Telkom, a leading South African communications provider, launched Telkom Mobile in 2010 and rapidly grew to about 1.8 million customers with 31 new products and services. That growth required fast workforce expansion using internal and outsourced hires, which created onboarding, reporting and cost-control challenges across dispersed retail and call-center teams.

Telkom upgraded its hosted SumTotal learning solution, launched the Telkom Theatre of Service mobile academy, integrated the LMS with its ERP for comprehensive reporting, and deployed SumTotal Talent Expansion apps to deliver 24/7 blended learning. As a result Telkom Mobile improved customer satisfaction (moving from 46th to 12th on the Ask Afrika Orange Index®), saw a 22.7% increase in mobile revenue, and gained the ability to deploy highly trained employees where and when they were needed.

Telkom Mobile

Otsile Mabyane

Manager L&D Customer Service Academy